Re-Display Ticket with added warning if owner changed during responding

RT Users
1

Hello

In case someone takes the ticket ownership wile I am composing a
response I would like to redisplay the ticket (the submitted response
shouldnt be deleted) and add a warning informing the user about the
change in ownership.

I guess this is the correct callback

html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit

but /Ticket/Update.html is quite the monster for an unexperienced RT
dev. :slight_smile:

Where can I get the response text from so it doesnt get lost and how do
I add a warning?

regards
david

2

Hello

In case someone takes the ticket ownership wile I am composing a
response I would like to redisplay the ticket (the submitted response
shouldnt be deleted) and add a warning informing the user about the
change in ownership.

I guess this is the correct callback

html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit

but /Ticket/Update.html is quite the monster for an unexperienced RT
dev. :slight_smile:

Where can I get the response text from so it doesnt get lost and how do
I add a warning?

I might try the BeforeUpdate callback. You should be able to use the
validation code to add your new check. You can make the page redisplay
by setting $checks_failure to 1 and you can display a message by adding
it to @results. BeforeUpdate gives you both of those. You can see an
example above after the call to ValidateCustomFields.

 unless ( $status ) {
     push @results, @msg;
     $checks_failure = 1;
 }

You shouldn’t need to worry about re-adding input values yourself, it
should happen automatically.

You didn’t mention your RT version, but this should be similar across
most current versions.

3

Hello

In case someone takes the ticket ownership wile I am composing a
response I would like to redisplay the ticket (the submitted response
shouldnt be deleted) and add a warning informing the user about the
change in ownership.

I guess this is the correct callback

html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit

but /Ticket/Update.html is quite the monster for an unexperienced RT
dev. :slight_smile:

Where can I get the response text from so it doesnt get lost and how
do
I add a warning?

I might try the BeforeUpdate callback. You should be able to use the
validation code to add your new check. You can make the page redisplay
by setting $checks_failure to 1 and you can display a message by
adding it to @results. BeforeUpdate gives you both of those. You can
see an example above after the call to ValidateCustomFields.

unless ( $status ) {
    push @results, @msg;
    $checks_failure = 1;
}

You shouldn’t need to worry about re-adding input values yourself, it
should happen automatically.

You didn’t mention your RT version, but this should be similar across
most current versions.

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Los Angeles - September, 2016

Hey and thank you for your answer,

I am using RT 4.4

<%init>
warn ‘set checks_failure => 1’;
$checks_failure = 1;
</%init>
<%args>
$checks_failure => undef
</%args>

I expected every update to fail, but when I add a reply the ticket is
updated with “correspondence added”.

I noticed that outside of the Callback component $checks_failure value
is 0. And that seems to be the cause while changing checks_failure
inside of the callback doesnt have an effect. Is there a reason why
$checks_failure isnt passed by reference?

I dont want to add code to Ticket/Update.html because I want to make a
maintainable extension that isnt lost in case of an RT upgrade.

cheers
david

4

Hello

In case someone takes the ticket ownership wile I am composing a
response I would like to redisplay the ticket (the submitted response
shouldnt be deleted) and add a warning informing the user about the
change in ownership.

I guess this is the correct callback

html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit

but /Ticket/Update.html is quite the monster for an unexperienced RT
dev. :slight_smile:

Where can I get the response text from so it doesnt get lost and how do
I add a warning?

I might try the BeforeUpdate callback. You should be able to use the
validation code to add your new check. You can make the page redisplay
by setting $checks_failure to 1 and you can display a message by
adding it to @results. BeforeUpdate gives you both of those. You can
see an example above after the call to ValidateCustomFields.

unless ( $status ) {
    push @results, @msg;
    $checks_failure = 1;
}

You shouldn’t need to worry about re-adding input values yourself, it
should happen automatically.

You didn’t mention your RT version, but this should be similar across
most current versions.

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Los Angeles - September, 2016

Hey and thank you for your answer,

I am using RT 4.4

<%init>
warn ‘set checks_failure => 1’;
$checks_failure = 1;
</%init>
<%args>
$checks_failure => undef
</%args>

I expected every update to fail, but when I add a reply the ticket is
updated with “correspondence added”.

I noticed that outside of the Callback component $checks_failure value
is 0. And that seems to be the cause while changing checks_failure
inside of the callback doesnt have an effect. Is there a reason why
$checks_failure isnt passed by reference?

I dont want to add code to Ticket/Update.html because I want to make a
maintainable extension that isnt lost in case of an RT upgrade.

Hmm, yeah, that’s strange. Everything else is passed by reference, we
may need to look into changing that.

In the meantime, you could update just that line to pass $checks_failure
by reference to limit your changes to Update.html. Alternatively, you
could add another line that duplicates the existing callback but passes
checks_failure by reference. Then give it your own name for
CallbackName. That might make it easier to pull forward when upgrading.

5

Hey and thank you for your answer,

I am using RT 4.4

<%init>
warn ‘set checks_failure => 1’;
$checks_failure = 1;
</%init>
<%args>
$checks_failure => undef
</%args>

I expected every update to fail, but when I add a reply the ticket is
updated with “correspondence added”.

I noticed that outside of the Callback component $checks_failure value
is 0. And that seems to be the cause while changing checks_failure
inside of the callback doesnt have an effect. Is there a reason why
$checks_failure isnt passed by reference?

I dont want to add code to Ticket/Update.html because I want to make a
maintainable extension that isnt lost in case of an RT upgrade.

Hmm, yeah, that’s strange. Everything else is passed by reference, we
may need to look into changing that.

In the meantime, you could update just that line to pass $checks_failure
by reference to limit your changes to Update.html. Alternatively, you
could add another line that duplicates the existing callback but passes
checks_failure by reference. Then give it your own name for
CallbackName. That might make it easier to pull forward when upgrading.

Looking closer, I believe $skip_update was added just for this purpose
since it also can stop the update and is passed by reference. I think
setting $skip_update to 1 when you want to trigger the message should do
the trick.

6

Hey and thank you for your answer,

I am using RT 4.4

<%init>
warn ‘set checks_failure => 1’;
$checks_failure = 1;
</%init>
<%args>
$checks_failure => undef
</%args>

I expected every update to fail, but when I add a reply the ticket is
updated with “correspondence added”.

I noticed that outside of the Callback component $checks_failure
value
is 0. And that seems to be the cause while changing checks_failure
inside of the callback doesnt have an effect. Is there a reason why
$checks_failure isnt passed by reference?

I dont want to add code to Ticket/Update.html because I want to make
a
maintainable extension that isnt lost in case of an RT upgrade.

Hmm, yeah, that’s strange. Everything else is passed by reference, we
may need to look into changing that.

In the meantime, you could update just that line to pass
$checks_failure
by reference to limit your changes to Update.html. Alternatively, you
could add another line that duplicates the existing callback but
passes
checks_failure by reference. Then give it your own name for
CallbackName. That might make it easier to pull forward when
upgrading.

Looking closer, I believe $skip_update was added just for this purpose
since it also can stop the update and is passed by reference. I think
setting $skip_update to 1 when you want to trigger the message should
do the trick.

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Los Angeles - September, 2016

thank you very much.
its working now.